Some users may be unable to sync contacts or receive notifications from third-party tools that use delegate access

Title: Some users may be unable to sync contacts or receive notifications from third-party tools that use delegate access

User impact: Users may be unable to sync contacts or receive notifications from third-party tools that use delegate access.

More info: Impact includes, but isn’t limited to, a BlackBerry third-party tool which uses Exchange Web Services (EWS) to communicate with Exchange Online, in which the Exchange Online endpoint is returning ‘HTTP 500’ errors when Autodiscover is queried.

Current status: While we’ve received reports of this specifically affecting a third-party tool managed by BlackBerry, we’ve determined that this may affect any third-party tool that uses delegate access to sync contacts or facilitate notifications. We’ve amended our “Title” and “User impact” sections accordingly. Our investigation has determined that a portion of EWS infrastructure, which supports Autodiscover, contains a code regression which is causing the process of syncing contacts and retrieving notifications to fail for some users. We’ve developed a fix to address this issue and we’ve confirmed that it’s approximately 50 percent saturated in the affected environment. We anticipate that it should fully saturate and remediate the issue by our next scheduled communication update.

Start time: Thursday, April 18, 2024, at 12:30 AM UTC

Estimated time to resolve: We anticipate that our fix to address this issue should be fully saturated on Thursday, May 2, 2024.

Root cause: A portion of EWS infrastructure which supports Autodiscover, contains a code regression which is causing the process of syncing contacts and retrieving notifications to fail for some users when utilizing a third-party tool that uses delegate access.

Next update by: Thursday, May 2, 2024, at 10:30 PM UTC